Customer Care Coordinator
Company: Orion Talent
Posted on: November 19, 2023
--- Title: Customer Care Coordinator
--- Location: Cary, NC w/ 5 Remote Days per month (after training
--- Shift: 24-hour call center, you will work 5 days a week, 8-hour
days (plus an hour lunch) on a set shift; current shifts
o Monday - Friday, 10am - 7pm / 11am - 8pm / 2pm - 11pm
o Tuesday - Saturday, 12pm - 9pm
--- Compensation: $22.50 - 24/hr, to start (depending on shift)
--- Short and long-term Disability Program
--- Paid Vacation, Personal and Holidays
--- 401(k) Plan
--- Medical/Dental/Vision/Life Insurance
--- Travel: None.
--- COVID Vaccination: Not required.
Acting as a customer service facilitator, the Regional Operations
Coordinator will partner with the company's customers to coordinate
the planning and service delivery of field resources to complete
reactive and proactive service activities, ensuring optimal
operational availability of the customer's diagnostic and testing
equipment for the purposes of quality patient care.
This individual will effectively deploy resources within the
service organization to ensure service activities are appropriately
aligned with contractual agreements, directing large teams in the
completion of highly variable work streams, while reducing
potential scheduling conflicts which may delay resolution. They are
accountable for delivering world-class customer experience by
providing 24/7 support, and responsible for the timely and accurate
scheduling of service events by properly communicating and managing
time sensitive workload.
--- Coordinate the planning and delivery of systematic service
delivery: call handling, service scheduling, parts ordering,
appointment confirmations, improving customer confidence and
driving value of company products and services.
--- Work closely with cross-functional teams to ensure a positive
--- Monitor customer requests and overall system compliance to
confirm equipment readiness for patient care.
--- Support on-site customer facing personnel i.e. Regional Service
Manager/Customer Service Engineer in meeting customer expectations
as needs vary throughout system lifecycle.
--- Document customer satisfaction issues and escalate through
--- Facilitate cross-functional awareness of customer needs between
internal stakeholders to minimize unintended conflicts or negative
impacts on customer operations.
In the Customer Care Center, there are 3 core responsibilities,
Front line phone and customer support, Dispatching of Field Service
Engineers and coordinating service; and Coordination of/scheduling
of service activities for Equipment PMs and Updates.
The Customer Care Center is a 24/7 operational call center that is
not "technical support" in nature. You will coordinate services
between customers and field engineering staff. You will receive
inbound and conduct outbound calls. Training is a combination of
both classroom and hands on training that in entirety is
approximately 6-8 weeks in length. Your specific responsibilities
--- Responds to incoming inquiries and/or requests regarding
medical equipment service request from customers.
--- Demonstrates strong customer orientation.
--- Demonstrates strong communication skills.
--- Appropriately discusses and promotes company services and
products based on customer needs.
--- Must successfully exhibit change management capability,
customer focus, and high levels of integrity.
--- Articulate, positive attitude and professional.
--- Ability to effectively listen to customer needs and in handling
phone inquiries and documenting within the appropriate
--- Strong attention to detail and the ability to multitask in a
face paced environment.
--- Ability to listen to and accurately follow direction provided
by management of the customer service group.
--- Assists with investigating and resolving routine problems and
recognizes when to escalate customer issues.
--- Assists in order tracking, price quoting, and scheduling.
--- The company is looking for candidates with 2+ years of
experience in a customer relationship related role, in a fast-paced
--- Positive attitude and passion for customer service.
--- Successfully manage competing priorities while achieving key
performance indicators and maintaining a high level of quality.
--- Experience communicating ideas and rationale to internal teams
--- Must have excellent interpersonal skills, interact favorably
with others and skilled at maintaining positive relationships while
working to resolve problems and maintaining a high level of
--- Excellent organizational skills with an ability to manage time
and prioritize based on impact and criticality of the issues.
--- Good PC skills (MS office software like Word, PowerPoint, Excel
--- Candidates must possess great oral and written communication
--- Prior Call Center or Sales experience is ideal.
--- Associates Degree, or equivalent, preferred.
--- Displays high levels of collaboration and influence.
--- Strong business acumen, the ability to understand information
and processes provided by the company and to clearly schedule and
take notes in the systems as needed to document all customer calls.
Proficient Microsoft Office Suite skills are a must! Must
demonstrate abilities in Word, Excel, and Outlook.
--- 30-Minute Online Panel Interview (camera and audio will be
required) with a couple of company Call Center managers
--- Background Check & Drug Screen
Keys to Successful Interview:
--- Company will conduct a behavioral-based interview. Understand
the STAR (Situation, Task, Action and Result) format when answering
--- Be able to share several examples of how your organizational
skills have made you successful.
--- Show that you are detailed-oriented and can produce a quality
plan to fix a problem.
--- Be careful to not use slang terms during the interview.
Remember your audience! Your customers will be professionals like
Doctors, Nurses, Radiologists, etc.
--- Ability to multi-task while staying cool under pressure.
--- Strong Microsoft office is essential. You will work a desk with
multiple screens and programs running at the same time.
Keywords: Orion Talent, Cary , Customer Care Coordinator, Other , Cary, North Carolina
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